Return Policy
Thank you for shopping at Hairstory. If you are not entirely satisfied with your purchase, we’re here to help.
Please note that the return policy only applies to non-PRO orders placed on Hairstory.com. For PRO orders, click here.
Your first purchase of any product(s) can be returned within 60 days for a refund or exchange. Any subsequent purchases of the same product are only eligible for exchanges. Return policy excludes free products.
New Wash can be exchanged for another version of New Wash, of the same size, or a styling product.
Styling products can only be exchanged for another styling product of similar or lower price range.
All New Wash Trial Kits purchases are final sale. Trial Kits are exempt from our 60-day policy and cannot be refunded or exchanged. Trial Kits will be considered your first purchase; subsequent orders of New Wash Original will only be eligible for exchange.
To initiate a return, contact our product specialists via our contact form or at hello@hairstory.com.
Try Now (U.S. Customers Only)
Our Try Now program lets you experience Hairstory products risk-free before your card is charged.
Trial period: You’ll have 21 days from delivery to try the product before payment is processed.
If you decide it’s not for you: email hello@hairstory.com or reach out to us through our contact form within the trial period to initiate your return and you won’t be charged — you’ll also receive a reminder before your charge date.
If you keep it: Your payment will be processed automatically, and our standard return policy (outlined above) will apply.
Restocking fee: A $10 restocking fee will be assessed on Try Now returns. If you keep at least one item from a Try Now order, the restocking fee is waived. We do not offer return labels; shipping for returns will be at your own cost.
Build Your Own Bundle Orders
Our Bundle Builder offers discounts when you purchase multiple products:
10% off 2 products
15% off 3 products
20% off 4–5 products
If you return part of your bundle and the number of products you keep no longer qualifies for your original discount, your refund or credit will be adjusted to reflect the new discount level for the items you’re keeping.
Example:
If you buy 3 products at 15% off and return 1 product, your remaining 2 products now qualify for 10% off. We will recalculate your order at the lower discount and refund the adjusted amount.
Shipping Charges
We do not offer refunds on shipping charges. We do not offer return labels; shipping for returns will be at your own cost.
Damaged or Missing Items
If you received a damaged product or your shipment is missing, notify us immediately for assistance via our contact form or at hello@hairstory.com. Damaged products or missing shipments are eligible for a replacement within 60 days of the purchase.
Reactions
If you have an adverse reaction to any Hairstory products, please notify by filling out this form.
Contact Us
You can find answers to many questions in our FAQs. Our product specialists can be reached via our contact form or at hello@hairstory.com.
HAIRSTORY PRO RETURN & EXCHANGE POLICY
Hey Hairdressers – we want you to feel confident when you order with us. While returns are rare, here’s how we handle them:
If You Ordered the Wrong Item
No worries — it happens! If you ordered the wrong item, email us at pro@hairstory.com within 30 days of your order, and we’ll help you exchange it. (Salons are responsible for covering all shipping costs associated with exchanges. We do not offer return labels; shipping for returns will be at your own cost.)
If Something Arrives Damaged or Defective
If your order shows up dented, leaking, or damaged in any way, email us at pro@hairstory.com within 30 days of receiving it, and we’ll send you a replacement at no cost.
All Other Situations
For anything outside of the above, email your Account Manager (if applicable) or reach us at pro@hairstory.com within 30 days. We’ll review your request on a case-by-case basis to find the best solution.
For Clients Who Purchase in Salons
Hairstory.com purchases only: We can only accept returns for items purchased directly on hairstory.com. See above for the non-PRO return policy.
Salon purchases: If a client buys a product from a salon, any return or exchange is handled directly by that salon under their own policy.
No salon-to-Hairstory returns: Salons cannot return products to Hairstory that were first purchased by a client.
Non-Returnable Items
Intro orders and kits are final sale and not eligible for return or exchange. Gratis and promotional items are also non-returnable.
PRO Only Questions
Email your Account Manager (if applicable) or email us at pro@hairstory.com.
Updated September 19, 2025